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  • FIRST POST
    • vivatifosi
    • By vivatifosi 30th Dec 17, 1:19 PM
    • 17,584Posts
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    vivatifosi
    TalkTalk aarrrggghhhh
    • #1
    • 30th Dec 17, 1:19 PM
    TalkTalk aarrrggghhhh 30th Dec 17 at 1:19 PM
    My father died this autumn and at the time I phoned TalkTalk and gave them my details to transfer my dad's DD to me as well as requesting PAC codes for the mobiles for his and mum's phones as they were both under the same contract. This was two separate calls.

    FF to the end of Nov. I haven't transferred the phones yet due to having to spend my time on other aspects of the estate, but wasn't worried as I figured this would be picked up by the DD I had set up. End Nov get a payment remainder for the outstanding balance. Called TT early Dec to see what was going on. Spoke to a lovely person in the bereavement team, who explained that the DD was only set up for home phone and broadband and that the two billing systems were run separately.

    I offered to pay the balance there and then, but they said they would take payment by DD as we set up a new DD to my mum's account.

    Fast forward just under three weeks and we receive a letter from a debt collection agency calling in the debt on behalf of Talk Talk. It is now 23rd Dec and my mum is beside herself with worry. She is disabled and my father was her carer and did all of the banking, which is why I put the initial DD against my own account.

    I spoke to TT who said that there is no debt, as they had taken the payment before Christmas. Actually, they were the best part of useless. They originally told me that the bereavement team were not in on Saturdays and to call back Monday (Christmas Day!) When I pointed out to them that would not be possible as they would not be there, I asked to speak to their manager to see if I could get some common sense. I hasten to add I was firm but not impolite. They cut me off, possibly not deliberately.

    After Christmas, I phoned the debt collection agency, who were actually lovely and far easier to talk to than their client. They told me that the debt was still shown as unpaid on their system, and to give them a call back in the new year to check that the debt had need removed by TT. They also agreed not to contact my mum by phone as she is deaf and that would stress her out.

    I then contacted the bereavement team again. They confirmed that they had the DD details and had taken payment, but hadn't let the debt collection agency know. They also said that the reason that they didn't take payment when offered was because the bereavement team can't do that, so they just put it on the DD.

    So why wait before taking it on DD and then put it onto a debt collection agency?

    I want to make a formal complaint to TT but the individual departments don't seem to know what the others are doing. I have a complaints address for the bereavement team, but I'm not even sure that's where I need to start. Any ideas? My mother is elderly and vulnerable and the shock of everything going on is very hard on her.
    Please stay safe in the sun and learn the A-E of melanoma: A = asymmetry, B = irregular borders, C= different colours, D= diameter, larger than 6mm, E = evolving, is your mole changing? Most moles are not cancerous, any doubts, please check next time you visit your GP.
Page 1
    • mobilejunkie
    • By mobilejunkie 30th Dec 17, 2:58 PM
    • 7,565 Posts
    • 2,389 Thanks
    mobilejunkie
    • #2
    • 30th Dec 17, 2:58 PM
    • #2
    • 30th Dec 17, 2:58 PM
    You need to follow the proceedure on their website. In my case they ignored my formal written complaint so I went to Ombudsman Services after waiting the obligatory 8 weeks.They simply accepted evrything Talkmobile said despite it being clearly against the terms of my contract (which they didn't obtain a copy of), discounted everything I said and just awarded compensation for the fact Talkmobile had ignored thweir own complaints procedure. Be aware that Talkmobile no longer exist in March - Vodafone will be fully taking over (they already have in practice). They are incredibly even worse.

    Whose name was the account in? If in your father's they can't do a lot or damage your mum's credit files (something else you need to be aware of - they will have already done that so any complaint needs to address that too.).
    • Mister G
    • By Mister G 30th Dec 17, 3:11 PM
    • 480 Posts
    • 285 Thanks
    Mister G
    • #3
    • 30th Dec 17, 3:11 PM
    • #3
    • 30th Dec 17, 3:11 PM
    You need to follow the proceedure on their website. In my case they ignored my formal written complaint so I went to Ombudsman Services after waiting the obligatory 8 weeks.They simply accepted evrything Talkmobile said despite it being clearly against the terms of my contract (which they didn't obtain a copy of), discounted everything I said and just awarded compensation for the fact Talkmobile had ignored thweir own complaints procedure. Be aware that Talkmobile no longer exist in March - Vodafone will be fully taking over (they already have in practice). They are incredibly even worse.

    Whose name was the account in? If in your father's they can't do a lot or damage your mum's credit files (something else you need to be aware of - they will have already done that so any complaint needs to address that too.).
    Originally posted by mobilejunkie
    Isn't the OP talking about Talk Talk not Talkmobile?
    • mobilejunkie
    • By mobilejunkie 30th Dec 17, 5:07 PM
    • 7,565 Posts
    • 2,389 Thanks
    mobilejunkie
    • #4
    • 30th Dec 17, 5:07 PM
    • #4
    • 30th Dec 17, 5:07 PM
    True. My mistake. The procedure remains the same though. Hopefully the outcome may be more straightforward.
    • Mister G
    • By Mister G 30th Dec 17, 5:28 PM
    • 480 Posts
    • 285 Thanks
    Mister G
    • #5
    • 30th Dec 17, 5:28 PM
    • #5
    • 30th Dec 17, 5:28 PM
    True. My mistake. The procedure remains the same though. Hopefully the outcome may be more straightforward.
    Originally posted by mobilejunkie
    I know what you mean about Talkmobile. I eventually had to go through the Ombudsman to get back the £10 they owed me when they shut down their PAYG service. It took over 5 months to get the money!
    • mobilejunkie
    • By mobilejunkie 30th Dec 17, 5:40 PM
    • 7,565 Posts
    • 2,389 Thanks
    mobilejunkie
    • #6
    • 30th Dec 17, 5:40 PM
    • #6
    • 30th Dec 17, 5:40 PM
    Not sure if it's the same Ombudsman. I've dealt with several; the Ombudsman for EE is a completely different kettle of fish, for example - used them twice and EE seemed to immediately accept my complaint in full once I went to them. Ombudsman services have proved much less sypmathetic, although I have been better off for using them (at least four times to date!) for energy and Talkmobile. However, that may be because it's pretty hard to defend a supplier when they have not only failed to follow their own complaints procedure but also ignored the complaint.
    • vivatifosi
    • By vivatifosi 30th Dec 17, 6:10 PM
    • 17,584 Posts
    • 109,931 Thanks
    vivatifosi
    • #7
    • 30th Dec 17, 6:10 PM
    • #7
    • 30th Dec 17, 6:10 PM
    Thanks everyone. My complaint is against TT Mobile. I haven't had anything to do with them previously so didn't know they were two different companies.

    Unfortunately the account was already in my mum's name as I changed that straight away. However I still can't see what we've done wrong. I gave them the details for a DD, they didn't tell me that they were two different companies. As soon as it was clear that there was a problem, I phoned them, they took details and said they didn't want to take a payment, then stuck a debt collection agency on it.

    I have nothing but contempt for them.
    Please stay safe in the sun and learn the A-E of melanoma: A = asymmetry, B = irregular borders, C= different colours, D= diameter, larger than 6mm, E = evolving, is your mole changing? Most moles are not cancerous, any doubts, please check next time you visit your GP.
    • mobilejunkie
    • By mobilejunkie 31st Dec 17, 12:01 PM
    • 7,565 Posts
    • 2,389 Thanks
    mobilejunkie
    • #8
    • 31st Dec 17, 12:01 PM
    • #8
    • 31st Dec 17, 12:01 PM
    I suspect it's my fault, but they are separate companies so if you dealt with the correct company (before I muddied the waters!) the "different companies" is a red herring. Stick with the complaints procedure and then the Ombudsman (though that will need to be in your mother's name unless you have authorisation - which you may have if you've managed to change the direct debit previously). It is possible that they don't have authorisation for you to give instructions based on an account in your mother's name. If that is the case it may explain why they didn't set up a direct debit to take payment and refuse to take one from you - though if then I would have expected them to explain the reasons to you.
    • TalkTalk
      Verified User verified user
    • By TalkTalk Verified User verified user 3rd Jan 18, 11:55 AM
    • 1,804 Posts
    • 307 Thanks
    TalkTalk
    • #9
    • 3rd Jan 18, 11:55 AM
    • #9
    • 3rd Jan 18, 11:55 AM
    Hi vivatifosi,

    I'm so sorry to read about the experience you've had, we'd like to put this right for you. If you get in touch with my team directly over Twitter (@TalkTalk), we'll get this raised straight to the CEO's Office. If you don't have a Twitter account, you can register and post on our Online Community and the team will look straight into this.

    Thanks,
    Becky
    Official Company Representative
    I am the official company representative of Talk Talk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • vivatifosi
    • By vivatifosi 3rd Jan 18, 6:48 PM
    • 17,584 Posts
    • 109,931 Thanks
    vivatifosi
    Thanks Becky. My issue is with Talk Talk mobile, can I please check that you are a representative of that part of the company?
    Please stay safe in the sun and learn the A-E of melanoma: A = asymmetry, B = irregular borders, C= different colours, D= diameter, larger than 6mm, E = evolving, is your mole changing? Most moles are not cancerous, any doubts, please check next time you visit your GP.
    • TalkTalk
      Verified User verified user
    • By TalkTalk Verified User verified user 7th Jan 18, 11:56 AM
    • 1,804 Posts
    • 307 Thanks
    TalkTalk
    Hi vivatifosi,

    We can raise this with the Mobile Team, the CEO's Office also deal with both mobile and broadband complaint and this is the highest escalation point within the business, they'd be sure to get this sorted for you.

    Thanks,
    Becky
    Official Company Representative
    I am the official company representative of Talk Talk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • Smodlet
    • By Smodlet 11th Jan 18, 9:01 PM
    • 2,408 Posts
    • 4,867 Thanks
    Smodlet
    Be aware that Talkmobile no longer exist in March - Vodafone will be fully taking over (they already have in practice). They are incredibly even worse.
    Originally posted by mobilejunkie

    According to their website and two online chat people, Vodafone are no longer in the picture and O2 have taken over which probably accounts for their charges doubling as soon as one is out of contract.
    What is this life if, sweet wordsmith, we have no time to take the pith?
    Every stew starts with the first onion.
    I took it upon myself to investigate a trifle; it had custard, jelly, soggy sponge things...
    • mobilejunkie
    • By mobilejunkie 12th Jan 18, 8:35 AM
    • 7,565 Posts
    • 2,389 Thanks
    mobilejunkie
    Sounds like complete B/S to me.
    • Smodlet
    • By Smodlet 12th Jan 18, 3:15 PM
    • 2,408 Posts
    • 4,867 Thanks
    Smodlet
    Sounds like complete B/S to me.
    Originally posted by mobilejunkie

    Assuming that refers to my post maybe you can convince TT of that, since it is so. Did you even bother to check before making such an uninformed statement? I have just checked yet again and it is definitely true.
    What is this life if, sweet wordsmith, we have no time to take the pith?
    Every stew starts with the first onion.
    I took it upon myself to investigate a trifle; it had custard, jelly, soggy sponge things...
    • Mister G
    • By Mister G 12th Jan 18, 4:01 PM
    • 480 Posts
    • 285 Thanks
    Mister G
    I think that you are both getting confused between Talkmobile and Talktalk Mobile.

    Talkmobile is owned by Vodafone and runs on the Vodafone network.

    Talktalk Mobile now runs on the O2 network (it ran on the Vodafone network as an MVNO up until 2014/15)
    • Smodlet
    • By Smodlet 12th Jan 18, 4:33 PM
    • 2,408 Posts
    • 4,867 Thanks
    Smodlet
    Apologies for the misunderstanding; I can see how that could happen. Who knew there were two? My bad.

    TBH, mobile phones interest me not at all and, if TalkTalk mobile had not defected to O2, I would still have been in blissful ignorance of the fact OH's mobile is so old he is lucky it still works at all. It seems finding a SIM to fit it is like trying to find a lid to fit the Holy Grail. I now have to break the news he has to buy a new phone (did I read you can get them for £20?) or pay that much every month for the privilege of retaining a perfectly good phone which still works fine but is now obsolete.
    Last edited by Smodlet; 12-01-2018 at 4:40 PM.
    What is this life if, sweet wordsmith, we have no time to take the pith?
    Every stew starts with the first onion.
    I took it upon myself to investigate a trifle; it had custard, jelly, soggy sponge things...
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